Customer Relationship Management (CRM) Functional Analyst

Seeking an experienced CRM Functional Analyst to support the UBOS modernization initiative. This role focuses on business process analysis, requirements gathering, documentation, process reengineering, and Agile delivery support across customer service operations, account management, tolling/non-tolling services, payments, billing, reporting, and CRM solutions.

The consultant will work closely with business stakeholders, technical teams, and vendors to document requirements, create service blueprints and process flows, manage user stories in Azure DevOps, support testing activities, and ensure successful implementation of CRM-based solutions., Lead functional analysis activities during planning and requirements phases Facilitate stakeholder workshops to capture As-Is / To-Be process flows Identify gaps between current processes and best practices

Translate requirements into: Service Blueprints Business Process Flow diagrams Agile Features and User Stories Maintain documentation and work items in Azure DevOps (ADO) Perform feasibility analysis and system improvement recommendations Define KPIs (business rules, ownership, data sources, reporting needs) Support development teams with functional clarifications Develop and execute test scenarios, scripts, and test plans Support training and end-user adoption activities Ensure documentation complies with PTC PMO standards

Candidate should have experience in multiple areas such as:

Account Management (tolling & non-tolling) Customer Correspondence (multi-channel) Case Management Payments Billing & Invoicing Financial Posting & Reconciliation Reporting & Analytics Inventory Management (transponders, certificates) Transaction Processing / Toll enforcement / collections Customer Service Operations (Contact Center / Back Office) Customer Channels (portal, mobile app, chatbot, IVR, SMS, email, mail, walk-ins) Data Migration / ETL CRM (Microsoft CE preferred; any modern CRM accepted) ERP exposure (SAP S/4 HANA preferred)

3+ years experience as Business Analyst / Functional Analyst Strong experience in requirements gathering & stakeholder workshops Ability to create process flows, blueprints, and functional documentation Strong knowledge of Agile methodology (features, user stories, backlog grooming) Hands-on experience using Azure DevOps (ADO) for tracking requirements Experience supporting testing (scripts, scenarios, UAT support) Strong communication and documentation skills

Core Skills (Highly Important) CRM experience (Microsoft Dynamics CE preferred) Customer Service / Contact Center operations understanding Payments / billing / transaction processing exposure KPI definition and reporting requirements Experience in multi-channel customer engagement systems (portal, IVR, chatbot, email) Tolling domain experience (PTC, EZPass, back office tolling) SAP S/4 HANA exposure (BRIM, FICA, Convergent Mediation, Analytics Cloud) Data migration / ETL involvement SQL + reporting / visualization tools (Excel, Power BI, Figma)